UI is really good. Least TCO compared to other softwares in the market Review collected by and hosted on G2.com.

Nothing to be disliked in freshdesk at all Review collected by and hosted on G2.com.

I love how everything can be tracked with Freshdesk, from email stamps to the first and last actions. This tracking ensures that nothing goes unnoticed. The feature where a response auto-opens the conversation to remind the agent of new activity is great. It really feels like a complete package. The initial setup was super easy, I'd rate it a 9 out of 10 in terms of ease. Review collected by and hosted on G2.com.

Sometimes, if someone responds to an email tracked through Freshdesk, it adds it as 'notified' rather than opening the ticket. This is really the only thing that doesn't work as well for me and could be improved. Review collected by and hosted on G2.com.

Freshdesk comes with a lot of tools, bells, and whistles, and it feels like you can do almost anything with it. Review collected by and hosted on G2.com.

Something I do in one part of Freshdesk doesn’t always show up in another part of Freshdesk, which can make administrative changes difficult at times. Review collected by and hosted on G2.com.

The options and flexibility it provides. It is intuitive and easy to use. Review collected by and hosted on G2.com.

There is nothing to dislike so far. Maybe more options for reports? Review collected by and hosted on G2.com.

Freshdesk has been a great fit for our small team. The trial version gave us plenty of time to explore the features, try out different integrations, and get a clear sense of how everything would work for us. Review collected by and hosted on G2.com.

I didn’t have any issues with Freshdesk as a product. What I found most frustrating was the transition from the trial period to a paid subscription. I had trouble reaching my sales contact, even after several follow-ups. When I eventually connected with another salesperson, I still struggled to get my questions answered in a timely way. Overall, this part of our engagement with Freshdesk was the most difficult and frustrating. Review collected by and hosted on G2.com.

It seems like their software is built with all kinds of companies in mind. This could be a good thing, but also a bad thing as it feels bloated and sometimes difficult to use as the add-ons and integrations require extra subscriptions and tech knowledge to integrate. Review collected by and hosted on G2.com.

Our experience with Freshdesk was just fine. In order to get the software to work how we needed, we needed other integrations (for text messaging) that were complicated to set up, kept breaking and didn't work consistently. Their platform is difficult to navigate as there are different software pieces for calling, messaging, emailing, etc. It felt a bit like it was Frankensteined together.

Additionally, their customer service is just ok. We actually cancelled our account this year and they wouldn't issue a refund even though we cancelled ONE DAY after our subscription renewed. Unfortunately I'll have to contact my bank to get the rest of my money back. I would suggest looking for another platform besides Freshdesk. Review collected by and hosted on G2.com.

I use Freshdesk to manage customer support across multiple channels like email, chats, and messages, all from a single dashboard. I find it beneficial that I can utilize AI for drafting responses, which helps manage customer satisfaction and improves business operations. The ability to manage tickets efficiently is also a big plus for me. Setting up Freshdesk was incredibly easy; I just had to add my work email, name, and it was ready to go. Review collected by and hosted on G2.com.

Freshdesk could improve its dashboard to be more user-friendly, especially regarding colors and design. Review collected by and hosted on G2.com.

I like the ease of management between users and agents that Freshdesk offers. The personalized portal for users to raise a ticket and report an incident really makes them feel more heard when doing so. Additionally, the initial setup of Freshdesk was very simple. Review collected by and hosted on G2.com.

Probably the management of user rating for the agent who handled the ticket is not well standardized or implemented. Review collected by and hosted on G2.com.

Provides a ticketing/tracking system that we need to be able to manage work processes on our projects. We have found the tool easy to setup and use along with the creation of automations to support the business functions. Review collected by and hosted on G2.com.

Reauthentication of email on a regular basis without advance notice means that the system will stop functioning and creating tickets for the period where the authentication has not been completed. Review collected by and hosted on G2.com.

I use Freshdesk for our support team, and it's a really user-friendly and efficient tool. The automation feature is something I really like because it has sorted out the processes and keeps everything organized. The search option is incredibly easy to use and very useful; I can literally search a 5-year-old ticket in seconds. Also, it was easy to set up. Freshdesk has made life easy by storing everything in one place and offers easy report making and automations that streamline the process. Review collected by and hosted on G2.com.

The user interface changes very frequently; it would be great if we stick to the one. Changing the text frequently. Review collected by and hosted on G2.com.